Decision tree nodes
Summarize
Summary of Decision tree nodes
Decision trees in ServiceNow consist of various node types—start nodes, question nodes, guidance nodes, and linking nodes—that collectively guide agents through structured decision-making processes. Each decision tree begins with a start node and progresses through questions, recommendations, or references to other decision trees. Agents have the flexibility to revisit and modify previous responses to ensure accuracy throughout the decision flow.
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Start nodes
The start node initiates the decision tree. When creating a decision tree, you provide foundational details such as names, title, description, and an action label. The system generates the start node automatically, which always contains at least one question and a task input of a reference type. This task input points to the record table the agent is working on and can be reused in other nodes, facilitating consistent input handling across the decision tree.
Decision or question nodes
Question nodes present agents with one or more questions or instructions designed to assess the customer's situation and guide them toward the appropriate solution. Responses generate path conditions that determine subsequent steps, which may be additional questions, guidance nodes, or linking nodes. Question nodes support HTML formatting for enhanced clarity, including images and links. It is important to use supported answer types to prevent runtime errors.
Guidance nodes
Guidance nodes provide actionable recommendations, such as suggesting a knowledge article, creating a work order, or escalating a case. These nodes can only be followed by question nodes and continue the decision tree after the guidance is completed. They support output variables that influence further decision paths, with outputs mapped in the Automation Plan flow. Users with the Decision tree author role can create and reuse custom guidances tailored to their needs.
Linking nodes
Linking nodes reference other decision trees to handle more complex or multi-stage troubleshooting scenarios. When a linking node is reached, execution transfers to the linked decision tree, allowing modular and scalable decision logic. Input mapping ensures that data from preceding nodes is correctly passed to the linked tree's start node, maintaining context and continuity across decision trees.
Decision trees include several types of nodes, including start nodes, question nodes, guidance nodes, and linking nodes.
A decision tree begins with a start node, which presents the first set of questions to an agent. The start node is typically followed by a question node, which asks another set of questions. A question node can be followed by another question node, a guidance node, which provides a recommendation to an agent, or by a linking node, which includes a reference to another decision tree.
You can enable agents to modify their responses in previous nodes:
- Agents can go back to the previous node by selecting the Back button.
- Agents can jump to any previous node by selecting the Edit icon
) in the View my responses tab.
For more information, see Create a decision tree in Core UI and Add questions or instructions to a decision tree.
Start nodes
A start node is the first node in a decision tree. When you create a decision tree, you provide internal and external names, a title and short description, and a name for the action label. After saving the record, the system creates the decision tree and the start node. You can use this start node to build the rest of the decision tree.
A start node includes a minimum of one question. A start node always has a task input of reference type so you can reuse the task input in other decision or guidance nodes via linking inputs. The task input includes a reference to the table that stores the record type that the agent is working on.
Decision or question nodes
A question node asks one or more questions. The answer to the question leads to an outcome, which can be another question, a guidance for the user to follow, or another decision tree.
- For resetting a password: "What is the customer's account ID?"
- For troubleshooting a faulty device: "What is the device type or model number?"
The answers to the questions are used to create path conditions.
For more information about the available answer types, see Answer types for questions.
Guidance nodes
A guidance node proposes a solution to a customer’s issue through a reference to a guidance, which provides a recommendation to an agent. Examples of a guidance include recommending a knowledge article, creating a work order, or escalating a case.
A guidance node can be followed only by a question node. The execution of the decision tree continues after the agent performs the guidance, and the guidance history is marked as complete. You can use a question node to connect two guidance nodes.
- Define output variables.
- Define values for the output variables, which are mapped in the Automation Plan flow for the guidance by the Assign Guidance Outputs flow action.
- Connect the guidance to the guidance node's next node.
- Map the outputs of the guidance to inputs for the guidance node's next node.
For descriptions of the available guidances, see Guidances included with Guided Decisions Experience application.
Users with the Decision tree author role can also create guidances to reuse in decision trees or recommended actions. For more information, see Create a guidance in the Core UI.
Linking nodes
A linking node includes a reference to another decision tree. This type of node connects the execution of the primary decision tree to another decision tree when a defined condition is met.
Linking to another decision tree is useful for complex troubleshooting or for troubleshooting that requires multiple stages.
- A linked decision tree, where the execution of the primary decision tree continues after this node is reached.
- Input mapping, which maps the inputs from the nodes preceding the linking node to the start node of the linked decision tree.
- A path, which connects the previous question node to the start node of the child tree.
- For Decision Tree Builder: Link an activated decision tree to this decision tree.
- For Core UI: Link another decision tree to this decision tree